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Tech Mahindra Hartford Full-Time
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Job Description:

·         Plan, develop and facilitate internal training for new and existing service desk personnel.

·         Provide support to the training manager in establishing, measuring, and monitoring key training metrics.

·         Monitor progress of trainees and coach for improvement. Provide clear and concise assessments of trainee’s progress and overall performance during training

·         Provide constructive coaching and feedback to service desk associates

·         Design and evaluate training and performance interventions (pre and post training assessment)

·         Identify performance gaps, causes of performance gaps and provide solutions to the training and production teams.

·         Maintain familiarity with standard operating procedures and have a thorough understanding of operations and the quality assurance process.

·         To be updated on all process related information for training purposes and available to take calls to keep in touch with operations

·         Publish daily / weekly / monthly reports to stake holders

·         Maintain historical data for the associates trained

·         Assist in evaluating the effectiveness of training based upon formal and informal feedback from customers and end users.

·         Foster open communication and develop strong working relationships with all personnel.

·         Promotes client’s vision, values, and services to all customers and stakeholders.

·         Assists in maintaining organisation wide quality standards.

·         Inter departmental coordination and communication

·         Provide timely and efficient input and support to Training Coordinator for all training records and other related document.

Specifications & Qualification:

·         Excellent Communication skills – written and verbal

·         Strong technical aptitude ( Associates with international technical product / service certification preferred) – Should have good understanding of Technical concepts, server operating systems, Client applications, networking equipment for home and office, backup applications, security applications etc.

·         Excellent presentation skills

·         Excellent technical skills (Service Desk, Infrastructure Management, Application support, Security services, Mobility services)

·         Delivers results with minimal or no supervision

·         ITIL understanding is a requirement / Certification preferred

·         Office 365 / Exchange Online

·         Exchange Server

·         Active Directory User Administration

·         SCCM Knowledge

·         Working knowledge of commercial Off-the-Shelf (COTS) Software (i.e., Commercial Applications)

·         Knowledge of Operating Systems such as Windows and Macintosh and Related Hardware and Software

·         System Level Software (e.g. VPN, Encryption, Automated Backup) and Device Issues (for attached Hardware Devices) for Windows and Macintosh

·         Remote Access (hard/soft token, VPN, or any other remote access mechanisms)

·         Network Connectivity / Access Issues (e.g. both office and home network for remote employees, remote access, wireless, etc.)

Mobile devices, configuration and support (e.g. iPhone, Android, or any other mobile device).

Skills required

Public Speaking
Retention Management
Decision Making
Performance Appraisal
Time Management
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Tech Mahindra represents the connected world, offering innovative and customer-centric information technology services and solutions, enabling Enterprises, Associates and the Society to Rise™. We are a USD 4.0 billion company with 107,100+ professionals across 90 countries, helping over 800 global customers including Fortune 500 companies. Our innovation platforms and reusable assets connect across a number of technologies to deliver tangible business value to our stakeholders. Tech Mahindra is also amongst the Fab 50 companies in Asia as per the Forbes 2015 List.

We are part of the USD 16.9 billion Mahindra Group that employs more than 200,000 people in over 100 countries. The Group operates in the key industries that drive economic growth, enjoying a leadership position in tractors, utility vehicles, information technology, after-market and vacation ownership.

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